Our Certification Journey

Transcription

1 Norfolk Community Health & Care NHS Trust (NCH&C) Our Certification Journey Terry Newman Head of IM&T

2 Topics About NCH&C - Vision and Values and our core services - Linking the Service Desk to the Trust s Vision and Values The journey to certification - From voic to 30-second average call wait time People are your best asset! - Workforce strategy / talent mapping - IM&T staff development & progression Celebrating Success What next? Our learning from the journey

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4 Our vision, objectives and values Vision To improve the quality of people s live, in their homes and community, by providing the best integrated health and social care Key components of IM&T Service Desk Mission Statement Excellent customer service Exceptional technical advice Efficient incident management Build customer confidence and satisfaction empowering customers Providing a friendly, knowledgeable and reliable single point of contact

5 A typical day for our clinical staff Mobile working technology in use (since 2013/14) and evolving every year Community staff update electronic patient records in real-time/near realtime using 3/4G and offline solutions Supporting paperless NHS/ Digital 2020 ambition / Digital maturity A responsive Service Desk is essential not optional! Transformation of working practices has required a culture change/enhanced levels of support

6 Our journey 2011 All calls went to voic Implementation of ACD system 2012 Removal of voic First annual customer perception survey 2015 Call Management System redeveloped Self Service Portal Trust Induction and Locality Meetings 2014 Pipeline Process Introduction Service Desk staff ITIL trained 2016 Service Desk Institute certification assessment audit NCH&C becomes SDI member 2013 Process and procedures improved NCH&C SLA Signed Service Desk Institute surveillance audit Sharing best practice knowledge with other Services Continual service improvement Automated Patch Management Increased benefit for patients, staff and NCH&C 2019 IM&T Strategy Update Service Desk Institute certification audit

7 People Your best asset! Use your Workforce Strategy and/or best practice Grow your own talent and recruit motivated people Develop your staff - On-the-job; 70% - Near-the job; e.g. Coaching/mentoring 20% - Off-the-job; e.g. Training 10% Thank your staff personally Facilitate recognition widely within your teams/organisation/externally Celebrate success with them and involve the whole department

8 NCH&C Workforce Strategy Recognition of workforce profile o 18% of workforce eligible to retire o Challenges in recruitment/retention o Deeper understanding/appreciation of attracting and retaining staff from different generations Strategy supported by Talent mapping/development o Grow your own ethos and succession planning o Developing apprenticeships o Run well-led and engaging inductions to accelerate on-boarding o Leadership training for all levels (Leading in NCH&C, First Line Leader, Operational Leader, Strategic Leader)

9 IM&T Staff Progression Last 3 years:- Business Analyst 16 x secondments 10 x acting-up/internal promotions 3 x apprentice developments 3 x work experience opportunities Senior Service Desk Analyst Project Support Analyst IT Security Manager Configuration Specialist Project Support Engineer Senior Desktop Engineer Desktop Engineer Infrastructure Engineer IT Trainer

10 Celebrating success Certification presentation by Chair of SDI to NCH&C Executive Director Certification adds to feeling of pride in the service and within the organisation Local media coverage Success breeds success IM&T wins NCH&C award for Best Team of the Year (Non-clinical) 2017 Partners asking us to share best practice to improve their Service Desks Being the best feels good! Hard work pays off

11 Customer feedback They ve come a long way in a short amount of time They are really good. I couldn t work without the IT department I used to call and hope certain people answered. Not anymore It s an exemplary service Simply the best service desk I ve worked with

12 What next Cross Departmental Call Management Tool Continual Service Improvement Advanced Knowledge DB and Self Service Portal Attraction SDI Surveillance Audit Share expertise across Norfolk & Waveney public sector

13 Summary Understand and design your services to fit with organisation s mission, vision and values Help staff understand how they contribute Certification it is a journey People are your best asset! Celebrate and share success widely Continuously think continual service improvement!

14 Learning from the journey People Process Technology Provide leadership and hire good people! Set/agree service levels to help with expectation! Benchmark yourself Use best practice (ITIL, SDI) the clue is in the name Use technology to underpin/ support your improvements Ask customers for their opinion/ feedback Visit the shop floor and often, learn, come back and improve further If you don t measure it, you can t manage it! Keep your processes upto-date Give customers flexibility in how they contact you Provide what your customers want Help to enable staff to get it with best practice Adopt a continual service improvement ethos Develop lean processes with the customer in mind Take care with forms (they can be perceived as an obstacle) Look for innovation Don t blame tools.. A fool with a tool is still a fool!

15 Thank you